Telecom Expense Management and Managed Mobility Blog

Consumerization and the IT Transformation

The onslaught of mobile devices has been causing headaches for many IT departments, but some organizations are using the devices to their advantage by providing employees access to these technologies through Bring Your Own Device (BYOD). As younger generations enter the workforce, the need for mobile devices will only grow. Allowing employees to access information on devices they already use on a daily basis may help to increase productivity with easier and more convenient retrieval of material whether at work or on the go.

A recent study by Nielson on smartphone penetration found that almost 50 percent of US mobile phone owners are now using smartphones, up from 36 percent just last year. Mobile users are now relying on their mobile devices for everything from company data, Internet access, email, and social media. BYOD is becoming more prevalent in the enterprise, and businesses must learn to adapt in order to support employees and the IT department.

For CIOs, now is the time to take the lead and prepare for the continuing rise of mobile devices in the workplace by developing a strategy to manage the demand. BYOD will play a major role in an organization’s ability to attract new talent and retain employees. Because workers today are familiar with consumer technologies and are using them on a day-to-day basis, providing a work environment that allows for the same will help to drive employee satisfaction, loyalty, and efficiency. 

#TelecomTuesdayTip: Maintain Proper Contacts

Should a telecom crisis or invoice error occur, it’s best to have a known contact to help resolve the problem ahead of time, rather than waste time on hold seeking help. Have contact information saved and request an account manager who can be reached directly at any time for questions or concerns. 

Telecommunications Management and the Future of Data Plans

Businesses at all levels are starting to take the ‘bring your own device’ (BYOD) phenomenon seriously. In a world expected to reach 24 billion connected devices within the next eight years. It’s no surprise that carriers are seeking new ways to charge for the increase in mobile data, as businesses attempt to control the rise of mobile devices in the workplace. For most organizations, securing these devices and controlling costs remain the two of the most important components of managing mobility, whether corporate or employee-owned. 

Telecommunications management is the solution to managing workplace devices, including the security, data use, and associated costs. By assessing carrier rates, data plans, and device use, telecommunications providers can accurately decipher the most appropriate plans for a business. As carriers begin to phase out unlimited and tiered data plans, telecommunications management and mobile device management (MDM) will become even more crucial to an organization’s mobile strategy. By tracking data use and individual habits, MDM technology can provide employers with critical information, such as how employees are using their devices and how much data is being used over a period of time. This information provides a foundation for employers to develop a mobility strategy and set ground rules for employees using mobile devices.

As for the future of data plans, the most likely scenario is that use-based plans will begin to roll out, charging customers based on the types of activities they perform on their mobile devices, with heavier costs for things such as video watching and streaming music. For businesses, this will be another factor to consider when debating between employee and corporate owned devices, and another reason to integrate a telecommunications management solution into the corporate workplace. 

#TelecomTuesdayTip: Keep an Inventory of Lines and Circuits

In addition to keeping an accurate inventory of services and devices, an inventory of the number of lines and circuits is crucial as well. Knowing how these lines are being used and what is being charged, as well as understanding the features and functions of these lines and circuits will ensure the company being charged for the correct number and usage of lines. Doing so will also make certain that old services do not remain active if they are not in use. 

Telecom Management Strategy: Conduct a Telecom Service Inventory

A telecom environment can be very complex, especially for multinational organizations with a mobile workforce. One of the most crucial elements to understanding your telecom environment is running an inventory of telecom services. Many enterprise organizations are unaware of what services they are using, who is providing those services and how much is being paid to keep them going. An inventory can help answer all of these questions and give you the visibility needed to determine ROI and total costs.  

Conducting a telecom service inventory will provide valuable information about the utilization of telecom services and what value those services are offering to your business. This step in the telecom management strategy is often overlooked, due to lack of time and attention. However, a telecom service inventory will not only cut unnecessary costs, but will help to avoid billing errors and keep track of where the telecommunications spend is going each month.

Below are some key elements of an inventory check:

• Analyzing existing contracts, current invoices, order information and customer service records (CSRs)
• Track granular data and reconcile against invoices
• Manage all cost components of inventory, including reports on billing rates, inventory rates and contracted rates to ensure accurate reporting. 
• Verify any and all moves, adds, changes, and deletions (MACDs) to ensure all activity is accurately reflected in invoices and any new inventory is in compliance with current contracts

Because the telecom needs of a company are constantly evolving, analyzing and organizing inventory is necessary to ensure that bills, rates, and contracts are kept up to date. Without an accurate inventory, organizations can easily spend millions of dollars on services that aren’t being utilized. A telecom service inventory is the solution to improving efficiencies and increasing the bottom line. 

#TelecomTuesdayTip: Designate Departments

Spotting problems and discrepancies in telecommunications usage is a challenge for many organizations. Usage trends can vary by department and by season, adding to the complexity. For example, sales departments might have higher costs at the end of a quarter, while IT departments might have steady usage. To avoid billing errors and discrepancies, designate proper usage and costs to specific departments within the company. This will hold each department accountable for their telecommunications usage and make it easier to detect any errors. 

#TelecomTuesdayTip: Know the Risks Associated with BYOD

As the number and variety of mobile devices continue to rise, more and more employees opt to use their own smartphones and tablets in the workplace. However, it is important to communicate with employees the potential risks of BYOD, such as leaking sensitive company information. Employees should be cautious when downloading apps and continuously update firmware to ensure they have the most up to date security on their devices. Creating a BYOD policy incorporating these practices can help to bridge the gap between IT, who is trying to manage multiple devices and platforms, and end users. Businesses should also have a solution in place to wipe company data and credentials from lost or stolen devices. 

Making TEM Work for You

Whether you are managing your telecom expenses in-house or are leveraging an outsourced TEM solution, there are few key performance indicators (KPIs) that you should establish in order to consistently evaluate your solution. These KPI’s can help you determine if your solution is effective or ineffective. The following KPI’s can help organizations measure the value of their TEM solutions:  

• Management of expenses
• Inventory and invoices
• Procurement and fulfillment
• Payment
• Reporting.

How else can TEM work for your business?

Mobile devices can cause unnecessary charges for things such as roaming and data usage rates. With employees traveling, these rates are often unknown and can become very expensive. It is important to have a TEM solution in place that can track these rates and provide information to avoid charges. Additionally, TEM solutions should be utilized to keep track of services such as text messaging, web access and downloads to determine whether or not such services are necessary for your employees and your business.

BYOD (bring your own device) is a growing trend, as companies allow employees to use their own devices in the work place. A TEM solution should allow you to review your mobile plans in order to adjust policies accordingly. Through TEM, your organization has the ability to analyze where minutes are being used and how much those rates are costing your company. The purpose of a TEM solution is to provide insight as to where money is being spent, whether on a corporate or employee owned device.

A TEM solution should include the management of services and expenses, such as contracts, provisioning, inventory, invoice processing, and reporting. As enterprise mobility continues to expand, a company’s best option is to utilize a platform that consolidates all of these services into a unified solution. 

Corporate Liable vs. Employee Liable

One of the most important decisions a company must make when integrating a mobility plan is the corporate-owned versus employee-owned mobile device. Mobile devices have become a necessity to companies of all sizes and geographies and their accessibility has enabled an always-on and always connected world. However, these devices often contain sensitive company data and security can be a major concern.

Some of the issues that arise with employee liable units (ELUs) include employees not able to keep track of their data usage and the inability to contact support directly when something is wrong, as companies are registered with carriers, not individual employees. Additionally, many employers allow workers to keep company information on their devices, including emails and corporate files. If an employee quits or a device is lost or stolen, companies no longer have control of the data. Benefits of ELUs include known expenses, lower administration costs and employee freedom in choosing devices, features, plans and carriers.

In comparison, corporate liable units (CLUs) offer companies more control over mobile devices. Security can be enforced and devices that are lost or stolen can be wiped. With more control, CLUs can require mobile passwords and keep employees from downloading applications and other information that may compromise company data. Another benefit of CLUs is the ability to control costs and negotiate with carriers, as companies deal directly with service providers.

Corporate liable and employee liable units both have their pros and cons. The decision should be made by carefully considering what is best for your company and your employees. The most important factor for companies to consider is the protection of sensitive data stored on employee devices. Large businesses may want to consider CLUs, because devices can be directly managed and costs can be controlled. Small businesses, however, may consider ELUs because of fixed monthly costs and the lack of mobile management overhead to the company.

According to a recent GSMA report, the number of connected devices is expected to grow to 24 billion by 2020. Who owns your company devices and how are you keeping them protected? 

#TelecomTuesdayTip: Audit! Audit! Audit!

Thoroughly auditing your telecom environment can often lead to cost savings. The key components of an audit you should be looking for include inventory (devices, lines, and circuits), costs associated (inventory costs, usage rates, etc.), contracts, and the features and fuctions of each. The goal is to understand your inventory and services: what you’re actually using and what you’re paying for, and what you’ve agreed to pay. Discrepancies should be noted and addressed regularly to help keep your spend under control.